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IBM Assess: Fundamentals of Applying Tivoli Service Delivery and Process Automation Solutions V3 Sample Questions:

1. Which Key Performance Indicator (KPI) determines the effectiveness of the Service Level Management Process?

A) A KPI that measures IT department satisfaction.
B) A KPI that measures IT customer satisfaction.
C) A KPI that shows the open service requests in a period of time.
D) A KPI that shows the total cost for open incidents and problems.

2. A customer is planning to implement IBM SmartCloud Control Desk to automate incident, problem, change, and configuration management processes. The solution must support several non-English UTF-8 languages and the customer prefers the solution is installed on Windows with a MS SQL database.
What are the limitations of language support in this scenario?

A) If using MS SQL, only one language support can be installed -- either English or non-English.
B) Using MS SQL UTF-8 is not supported. In order to support non-English languages the special Microsoft language converter has to be installed.
C) Using MS SQL UTF-8 is not supported. Localization will be limited to languages supported by the Windows system code page.
D) There are no special limitations. All required language supports can be installed using the product installation media.

3. Which solution can help reduce cost and minimize service disruptions through automated service request handling efficient change management, and optimized asset lifecycle management across IT and enterprise domains?

A) An automated, self-service catalog for requesting end-to-end service provisioning.
B) An integrated accounting and procurement solution.
C) A comprehensive IT asset and service management solution.
D) A proactive service level agreement modeling and enforcement solution.

4. An organization is using IBM SmartCloud Control Desk to manage their IT environment. Which three applications are key to building a knowledge management strategy to help the organization gather, analyze, store, and share knowledge? (Choose three.)

A) Purchase Orders
B) Inventory
C) Web Service Library
D) Solutions
E) Incidents
F) Problems

5. Which statement is true about Key Performance Indicators (KPIs)?

A) KPIs must be specific, measurable, achievable, realistic, and timely (SMART).
B) KPIs are defined according to the IT customer requirements.
C) KPIs always have to be adjusted to match the customer's actual status.
D) KPIs should always be measured by percentage.

Solutions: